Complain about a product or service

ADT Security Systems

ADT Security • About ADT • Consumer Complaints • Military clause

Beth of Sterling, VA May 30, 2009

I owned a business and used ADT services for 8 years in three locations. I moved, not simultaneously. When I moved to the second location, after two years, I was told I could not move the equipment from the first location, so I had to install new equipment. Then I received a bill for breaking the first contract. When I called to ask about it and told them that I had moved, they quickly cancelled the bill (but of course, I was going to be paying from the second location!). When I moved to the third location, I once again left the equipment because the third location had equipment installed. It was my understanding at that point that I was taking over the contract from the previous tenant, who had been there 2 years. I stayed in the third location for 3 years. I cancelled the monitoring service when I went out of business. I am now being hounded for a cancellation fee of 1490. How long are the contracts!??

Heather of Locust Grove, GA May 30, 2009

They had a contractor install the system, come to find out, through our phone company, it was illagally installed, was supposed to be wired directly to the phone box outside the house and was wired to a jack inside the house. We had problems from day one, when someone would call our house, the system would interuppt our call and say "system on" and not let us have a dial tone for at least 5 minutes.

this happened several times and I reported it twice with ADT saying that's what it is supposed to do. WHich doesn't make sense because it shouldn't cut off phone service for emergency calls.

then we had severe static and a humming on our line, the phone company came out and unplugged the alarm and it stopped that's when we found out it (the alarm system) was wired wrong, we called the alarm company and they wanted to charge us 140.oo for thirty minutes for them to send someone out to see if it was wired wrong. it was aweful customer service. they sounded like the were reading from a script and kept wanting to give me different phone numbers. the company that contracted to do the wiring there was no answer and I left a message, and do not expect a call back. WE WOULD LOVE TO CANCELL OUR SERVICE BUT DON'T KNOW HOW TO GET OUT OF OUR CONTRACT, IT IS NOT STATED ANYWHERE. they are AWEFUL!

Sam of Fairfax, VA May 28, 2009

I am surprised that ADT activated an old system (Rollins) and made me believe that this system will work, which they initially charged me for activation and an extra sensor. After a short time they offered to buy me a new ADT system!

At the beginning of my contract on December 2008, I told the ADT sales person that I was a tenant on the property and I had no intention to install a new system. I only wanted to know if the present system (Rollins) would work. He assured me that his manager would fix the system and the system will work and stay working, unfortunately it stopped working on February 2009.

Since then I have contacted them, their local office, and their sales representative to handle this issue. They sent a technician, then they told me that the system was inoperable due to its old state. The technician told me that the system was beyond repair. I called ADT office to cancel the service. However they asked for 800.00 cancellation charge!

Randy of Phoenix, MD May 28, 2009

We cancelled our contract effective Apil 1, 2009 when we sold our home; the new owners were not interested in transferring the remaining contract to them! We received our "Final Statement of Account" on or about April 22 and immediately made a payment for the total amount due of 453.19. We then received another bill stating that we still owed for one more month of monitoring service.

I called ADT on Arpil 22nd and was told that our balance was zero and to disregard the outstanding bill of 35.38 for monitoring service thru April 11, 2009; our phone line was disconnected as of 4/1/09 anyway. We received another bill on May 23, 2009 dated June 1, 2009 showing that we are past due the 35.38. When I called today I was told that the "Final Statement" was not really our final statement and that they attempted to charge my credit card on file for the outstanding monthly monitoring servic still due but it was declined so I needed to send payment; the card they had on file had been compromised and a new card issued but I never gave them the new number because they didn't need it since I had sent in our final payment.

I repeatedly asked why the statement would say "Final" if it was not and was told basically its not final and pay up. No amount of conversation was going to sway them. We wil pay the outstanding amount because we do not want to jepordize our good credit but will never ever do business with ADT or any of its subsidiaries.

Judy of candler, NC May 26, 2009

i called adt from an ad of 99.00. I got a company called secure one that came to the house. i gave him the coupon and he installed a system that did not have a box at the door in use in the garage therefore alarms are going off all the time because the remote the man said worked as good as the key pad on the wall but it doesn't. i just tested it with a lady and she said it don't work.

when i pressed off before i entered the garage the off does not register. we trip my housekeeper and myself many times a day and have to run up a long flight of stairs to get to the front door where i never hardly enter unless i travel with another who picks me up at the street. i was charged at the completion of the install around 800 dollars and was so surprised. I was give a number by the nice lady the only one at adt and by the time i hung up i had misplaced the last four digits of the number. It was 877 238 something. I kept getting stephanie who would not give me a number to lodge a complaint about the dealer who would not put the extra keypad at the inside garage door where the main box is located. He refused at the 800 dollar price. stephanie would not put me through to a manager except hers who said he would move the keypad to the downstairs and i would not have one up stairs but that would cost also.

i want one upstairs and downstairs and and three sensors and forget that was not wanted. but the buck stopped with her and she was so nasty i want and will cancell come sept.09. and i got so upset having to talk to stephanie that is will just leave my system off. I have been frauded and no one except stephanie can i talk to. the first lady said that there was a dealer dept. that oversees the dealers and comsumer complaints but know it all stephanie said there was no dept. and no exclation comsumer complaint section either. the buck stopped there with her.

what kind of company is this. when you wanted a jet airplane and i went to Palm beach and met your chairman and then flew toBurmuda to close to avoid taxes your company was so nice. I want someone to fire the people that do unjustice with your company and call me about my problem.

Vivian of Denton, TX May 26, 2009

I hate ADT security and I think that they should be banned from doing business ever again. READ THE FINE PRINT because your sales person WILL lead you astray. I was told that the contract would be intact for as long as I needed and that I could call and cancel any time without any fee. NOT TRUE.

Apparantly I was in a contract for 3 years and they wanted over 500 to cancel it. I called customer service and after being transferred over and over again, I was finally able to talk to the rudest person I have ever spoken to in my life. ADT should really invest more in their customer service and sales training. They should make sure that their sales reps are honest, and their customer service reps are friendly and helpful.

I called expecting an easy transaction, and instead got met with one of the worst experiences of my life with a customer service rep. The woman had the worst attitude and practically yelled at me. This is NOT acceptable. I will never use ADT services again and will advise everyone I come across to do the same.

Melissa of Glen Allen, VA May 13, 2009

An ADT representative came to my door selling the security system. I allowed him to tell me about the system. He then produced a contract, with no time permitted to read. I was asked to give my social security number and bank account information. I replied that I would like time to discuss this with my fiancee. Tom assured me that if I signed and submitted the requested information that I would have 72 hours to cancel the contract. The next day I called to cancel. I was told that I "wasn't in the system yet" and that someone would call me back the following day.

By 4:30pm the next day, I had not yet received a return call. I called and asked to speak with Mark, the individual whom I had spoken to the day before. Mark was not available. I was transferred to another supervisor. I informed him that I wanted to cancel the service. I was coerced into continuing with the set up. I told the supervisor several times that I wasn't interested and he insisted that I needed the system.

The system was installed 4/28/09. The installation tech was rude and in a hurry to get to his son's baseball game. When he called activate the system, he was told that the contract had been canceled. I told him that I tried to cancel it but was unable to to so. Eventually, the account was activated. I was asked to do a service survey while the technician stood next to me and listened. Again, I felt coerced. I wasn't able to give accurate answers to the survey while he was standing next to me. After he rushed through the instructions on how to use the system he left.

I had not read the contract until now. I wasn't given time to read it before signing it and I didn't bother to read it after the sales rep left because I had every intention of canceling. I now realize that I am stuck with this system for 3 years! I was never informed of this. The next day 43.85 was debited from my account for 4/28-5/31. I received a bill stating that I owed 43.85 for the same billing cycle. The amount was debited 5/19/09. I feel that because I have been double billed for the service, it is a breech of contract on their part. The contract reads that if the price were to increase, the customer may cancel without penalty. I think double payment certainly qualifies as a price increase. Not to mention, everyone that I have spoken to has been rude and pushy. I would not advise anyone to conduct business with ADT or Absolute Security Inc.

OHUN of FULLERTON, CA May 11, 2009

Back in 2006 ADT Securities installed the alarm system damaging a drain pipe. On November 20,2006 a repairman (Rusty) from ADT came and inspect the damages. He agreed that they did the damage and will pay me to repair the damage drywall and moldings. I have sent invoice and numerous letters for the refund without any answer. 750.00 for repair

Wayne of Witbank, South Africa May 11, 2009

We always got problems with our installed ADT system. If you want to phone them, you never can get hold of them to come and see what is the problem. We have got the system for 1 and half year and they fixed it 4 or 5 times already. The one time there was a panic alarm and they phone me after a half an hour to say they cant find our house, but they were here at my house before. Then the lightning damage the system and I phone, so that they could come and fix the alarm. The lady said it was free of charge and later on ADT took R4000 debit order of my bank account. I was very angry.....

Nikita of Conroe, TX May 9, 2009

My April 20th my home was burglarized. I contacted ADT to inquire about having a system installed The salesperson gave me several optiions and I choose the one that I felt that I could afford. He told me that it would be 215.42 to have the system installed and he the reamining balalnce would be broken up into 3 monthly installment payments of 162.14. which would occur on the 15th of every month plus the monitoring fee. This seemed affordable so I agreed. He needed my Visa number so I gave it to him. The tech arrive on May 1 to intall the system once he began the installing he claims that he ran into a problem and couldn't get the wiring installed properly and had to go meet some in the FM 1960 area(Houston,Tx) to get the necessary equiptment. While he was gone I noticed a big envelope that had my name on it I looked inside and there was the initial paperwork from the phone call with my entire bank card numebr typed on it. I closed it back and said nothing. Once he returned he had a more expensive part because they didn't have what he needed andthat he said I wouldn't be charged for because it wasn't my fault he couldn;'t get to the necessary area in my home.

Upon installation he briefly went over the mechanical part of operating the system. and asked me tos ign the paperwork. I was rushed and didn't read it because I was still traumatized and felt relieved of being afraid in my own home. ON May 5th I wnet to check my bank account and they had removed 469.00 from my account which had me in arrearrs with bank and caused 198.00 in NSF funds.

I immediatley contacted ADT and talekd to about 10 differnet people all but one were tottally arrogant and rude. 1 offered to help and was quite nice and assured me they woud get my money back and tht she was making nottions in the sytems about my account and that she would call me bck the next day even took my phone number and when I did't hear from her I called back and and of course there were no notes of my phone call in the sytem and no evidence tht I had been calling. THe contract that I have at my home only speaks of the the 215.42 and nothing else. I feel traumatized beecause I didn't have home owners insurance and now I'm robbed again. I'm ibn the red with my bank and cant afford what I owe them due to someone elses greed. I cancelled my bank card and my bank is disputing the charges.

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